Frequently Asked Questions
Are your products cruelty-free? Yes, all Truelle Cosmetics products are 100% cruelty-free.
- How long does an order take to process? We strive to ship all orders within 1 - 2 business days. However, there are times orders may take additional shipping time due to holidays, product launches and/or sales. Once your order has shipped, you will receive an email confirmation of the shipment.
- Do I need to create an account to place an order? You don't need to have an account to place an order.
- Can I cancel my order? We apologize, we cannot cancel an order once it has been placed. We ask that you check your order including address before it is placed to ensure accuracy.
- Which countries do you ship to? We ship directly to customers worldwide. Customs fees may apply to international orders depending on your country's postal service. Truelle Cosmetics have no control over these additional fees.
My order indicates 'Delivered', but I have not received the package. Please wait for 24 hours after the 'Delivered' status before contacting us for assistance. This is because delivery is completed within this time frame.
- Can I return an item purchased on truellecosmetics.com? Yes, within 10 days of the delivery date. Email email@example.com with your full name and order number for instructions on how to proceed. Please ensure the item is sealed, untouched and kept in its original packaging. We reserve the right to decline the issuance of a refund based on the condition of the item returned or if the time has exceeded the 10-day window. Please note that customers are responsible for all shipping fees associated with returns. Sale items are final.
- Can I exchange an item? We regret that we cannot make exchanges at this time.
- What currency are your prices in? All prices are listed in CAD.
What forms of payment can I use? We accept Visa, MasterCard, Interac, PayPal, Shop Pay, Apple Pay and Google Pay.
Do you sell Truelle Cosmetics gift cards? Yes, we do. You can purchase them here.
What is your wholesale price plan? Please contact us to inquire about opportunities and pricing.
- Where can I leave a review? We'd love for you to share your feedback with us. We have a review section on every product page. Simply scroll to the middle of the product page you're interested in leaving a review on and click the 'Write a review' button. It will ask you to rate the product, enter your name or nickname, provide a review headline, and add any comments. We thank you for shopping with us and taking the time to share your feedback.
Can't find the answer you are looking for? Kindly contact us.